Resolution Time SLA Breach Escalation
When a resolution-time SLA is breached, notify the assignee in Slack. A day later, check whether the ticket is still open and escalate to the assignee's manager; a day after that, escalate again to a final owner.
Drag to pan, or use the controls to zoom. This is the flow exactly as it is built in Harmony.
Step by step
- EventSLA Breached: Resolution Time
- TicketsGet Ticket Details
- SlackNotify Assignee (1st Escalation)
- WaitWait 1 Day
- TicketsRe-check Ticket Status
- AICheck If Assignee Responded (1st)
- IfStill Unresponded?
- PeopleGet Assignee Details
- SlackNotify Manager (2nd Escalation)
- WaitWait 1 Day
- TicketsRe-check Ticket Status (Final)
- AICheck If Assignee Responded (2nd)
- IfStill Unresponded? (Final Check)
- SlackNotify (3rd Escalation)
Integrations you'll need
- Slack
Connect these in Harmony before importing, and the steps that use them will run as they are.
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